Refund and Return Policy

Last Updated: March 25, 2026

At The Kiln Shop, we stand behind the quality of our professional-grade pottery equipment. We understand that purchasing kilns, wheels, pugmills, and studio tools is a significant investment. This policy outlines your rights and our commitment to ensuring your complete satisfaction with every purchase.

1. Returns Eligibility

To be eligible for a return, the following conditions must be met:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging with all accessories, manuals, and documentation
• You must initiate the return within 30 days of the delivery date
• Proof of purchase (order number or receipt) is required

1.1 Items Not Eligible for Return

• Used equipment: Kilns, wheels, and pugmills that have been installed, plugged in, or used
• Custom or special orders: Equipment ordered specifically for you
• Consumables: Clay, glazes, kiln shelves, and kiln elements
• Hand tools: Trimming tools, ribs, and sponges (hygiene reasons)
• Clearance or final sale items
• Digital downloads or software

2. Damaged or Defective Items

Your pottery equipment is precision-engineered and carefully inspected before shipping. However, if your item arrives damaged or defective:

2.1 Visible Damage (Freight Shipments)

For large equipment shipped via freight carrier (kilns, wheels, pugmills):

• Inspect immediately upon delivery — do not sign the delivery receipt without inspecting
• Note any damage clearly on the delivery receipt before signing
• Take photos of the damage and packaging
• Contact us within 48 hours of delivery at support@thekilnshop.com

Failure to note damage on the delivery receipt may affect your ability to file a claim with the carrier.

2.2 Concealed Damage or Defects

If you discover damage after opening the packaging or a manufacturing defect:

• Contact us within 7 days of delivery
• Provide your order number, photos of the damage or defect, and a description
• We will arrange for replacement parts, repair, or full replacement at no cost to you

3. Warranty Returns

Most professional equipment comes with manufacturer warranties. Our warranty coverage includes:

Product Category	Warranty Period	Coverage
Kilns (Electric & Gas)	2 Years Limited	Parts and workmanship
Pottery Wheels	5 Years Limited	Motor and transmission
Pugmills & Clay Mixers	1 Year Limited	Parts and workmanship
Slab Rollers & Extruders	1 Year Limited	Parts and workmanship
Kiln Controllers & Elements	90 Days	Parts only

Warranty coverage applies to manufacturing defects only. It does not cover damage resulting from:

• Improper installation or electrical wiring
• Misuse, neglect, or accidents
• Normal wear and tear (kiln elements, bearings, belts)
• Unauthorized repairs or modifications
• Improper firing schedules or ventilation

4. How to Initiate a Return or Warranty Claim

To begin the return or warranty process, follow these steps:

1. Email our support team at returns@thekilnshop.com with your order number
2. Include a clear description of the issue and photos if applicable
3. Wait for a Return Merchandise Authorization (RMA) number — do not ship items without an RMA
4. Package the item securely in its original packaging
5. Ship the item to the address provided with your RMA

Returns without an RMA number will not be accepted and may be returned to you at your expense.

5. Return Shipping Costs

Return shipping costs vary depending on the reason for return:

• Defective or damaged items: We cover return shipping costs and will provide a prepaid shipping label
• Change of mind or ordering error: Customer is responsible for return shipping costs
• International returns: Customer is responsible for all return shipping costs and any customs fees
• Warranty claims: We cover shipping for the first 90 days; after that, customer pays one-way shipping

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

6. Refund Processing

Once we receive and inspect your return, we will process your refund within 5-7 business days. Refunds are issued to the original payment method. Processing times may vary depending on your bank or credit card issuer.

Refund amounts are calculated as follows:

• Full refund: Product price for eligible returns in original condition
• Partial refund: Items returned with missing parts, damaged packaging, or signs of use (subject to restocking fee)
• No refund: Items that do not meet eligibility criteria

6.1 Restocking Fees

A restocking fee may apply to returns that are not due to defect or damage:

• Small tools and accessories: 15% restocking fee
• Pottery wheels and slab rollers: 20% restocking fee
• Kilns and pugmills: 25% restocking fee (due to handling and inspection requirements)

7. International Returns

For customers outside of our domestic shipping region:

• Please contact our support team before initiating any return
• You are responsible for all return shipping costs and customs documentation
• International returns may take 2-4 weeks for processing
• Refunds are issued in USD; exchange rate fluctuations are not covered

8. Exchanges

If you need to exchange an item for a different model or size:

• Follow the standard return process for the original item
• Place a new order for the desired item to ensure availability
• We will process the refund for the returned item once received and inspected
• Shipping costs for the new order are your responsibility

9. Contact Us

If you have any questions about this Refund and Return Policy, please reach out to our customer service team:

The Kiln Shop Returns Department
Email: returns@thekilnshop.com
Support: support@thekilnshop.com
Phone: +1 (555) 123-4567
Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

---

The Kiln Shop is committed to supporting potters at every stage of their creative journey. We want you to be completely satisfied with your equipment investment. If you have concerns about a product, please contact us before initiating a return — we are often able to resolve issues without the need for returns.